Saudi Digital Experience Maturity Index Rises to 87.06% in 2026

Saudi Arabia’s Digital Government Authority (DGA) announced on August 12, 2026, that the national Digital Experience Maturity Index reached 87.06%, securing an “Advanced” maturity level and marking a significant rise from the previous year. The index, which assessed 59 digital platforms across four main perspectives and 20 themes, reflects the Kingdom’s accelerating progress in beneficiary satisfaction, user experience, complaints handling, and the adoption of advanced technologies and tools in government services.

The announcement, released through the Saudi Press Agency (SPA), underscores the continuous advancement of digital services in Saudi Arabia and the commitment of government agencies to improving services based on beneficiary feedback. The results contribute to delivering digital services that are more accessible, efficient, and reliable, improving quality of life, and enhancing government performance efficiency. The index recorded growth in 2026 compared to the previous year, with the number of platforms included in the assessment increasing to 59, compared to 50 platforms in 2025. Participation in the “Evaluate Your Digital Experience” survey exceeded 805,500 participants, compared to 374,000 participants in the previous year, reflecting the expanding impact of the index and its role in supporting the continuous improvement journey of government digital services.

Context and Background

Why has Saudi Arabia’s digital government transformation become a benchmark for nations worldwide? The Digital Government Authority (DGA) launched the Digital Experience Maturity Index in 2022 to measure the maturity of government digital platforms and services and enable government agencies to develop their services based on beneficiary feedback and global best practices. The index continues to evolve its methodology annually in line with emerging trends in digital experience design and measurement. This progress has contributed to strengthening Saudi Arabia’s standing in international indexes, ranking second globally in the GovTech Maturity Index (GTMI) 2025, issued by the World Bank Group, as well as ranking first regionally for the fourth consecutive time in the Government Electronic and Mobile Services Maturity Index (GEMS) 2025, issued by the United Nations Economic and Social Commission for Western Asia (ESCWA).

The 2026 assessment represents a comprehensive evaluation of 59 digital platforms across four main perspectives comprising 20 themes, covering beneficiary satisfaction, user experience, complaints handling, and technologies and tools. This holistic approach ensures that government services are not only functional but also intuitive and responsive to the needs of all segments of society. The DGA’s methodology has evolved to incorporate the latest global standards in digital experience design, making the index a dynamic tool for continuous improvement. The growth in the number of assessed platforms from 50 in 2025 to 59 in 2026 demonstrates the expanding scope of digital transformation across government entities, reflecting a whole-of-government approach to service delivery.

Key Details

What do the specific results reveal about the performance of Saudi Arabia’s most-used digital platforms? The results highlighted the top 10 performing digital platforms as follows: Absher (94.38%), Etimad (94.36%), Senaei (92.83%), Balady (92.56%), Tawakkalna (92.50%), Musaned (92.20%), Qiwa (92.14%), Logisti (91.72%), Nama (91.53%), and the Ministry of Tourism Portal (91.16%). These platforms serve millions of users daily, handling everything from identity verification and government payments to municipal services, health protocols, labor affairs, and tourism facilitation.

Governor of the Digital Government Authority Eng. Ahmed bin Mohammed Alsuwaiyan stated that the index results reflect the continuous advancement of digital services in Saudi Arabia and government agencies’ commitment to improving their services and leveraging beneficiary feedback. He emphasized that this progress is an extension of the support and empowerment provided to the digital government ecosystem by Custodian of the Two Holy Mosques King Salman bin Abdulaziz Al Saud and His Royal Highness Prince Mohammed bin Salman bin Abdulaziz Al Saud, Crown Prince and Prime Minister, toward achieving the objectives of Saudi Vision 2030 and strengthening Saudi Arabia’s global position in digital government.

The Digital Inclusion sub-index also achieved 76.98% within the “Competent” level, underscoring government agencies’ commitment to designing inclusive digital services that enable all segments of society, including persons with disabilities and older persons, to access and benefit from digital services independently. This focus on inclusivity is a key pillar of the DGA’s strategy, ensuring that no one is left behind in the digital transformation journey. The rise in survey participation from 374,000 to over 805,500 participants highlights the growing public engagement and trust in the feedback mechanism, which directly informs service improvements.

International and Regional Impact

How does Saudi Arabia’s digital government maturity compare on the global stage? The Kingdom’s ranking of second globally in the GovTech Maturity Index (GTMI) 2025 by the World Bank Group and first regionally in the GEMS 2025 by ESCWA for the fourth consecutive time demonstrates its leadership in digital governance. These accolades not only enhance Saudi Arabia’s international reputation but also position it as a model for other nations seeking to digitize public services. The DGA’s systematic approach to measuring and improving digital experience maturity provides a replicable framework that can inspire countries across the Middle East, Africa, and beyond.

Regionally, Saudi Arabia’s progress contributes to the broader digital transformation agenda of the Gulf Cooperation Council (GCC) and the Arab world. By sharing best practices and fostering cross-border collaboration, the Kingdom supports its neighbors in their own digital journeys. The high performance of platforms like Absher and Tawakkalna, which are used by millions of residents and visitors, showcases the scalability and reliability of Saudi digital infrastructure. This success attracts international partners and investors interested in digital government solutions, further integrating Saudi Arabia into the global digital economy.

Economic and Strategic Significance

What economic benefits arise from a mature digital government ecosystem? The efficiency gains from digital services reduce administrative costs, streamline processes, and save time for both citizens and businesses. For instance, platforms like Etimad facilitate government procurement, while Qiwa supports labor market regulation, and Musaned manages domestic labor services. These digital tools enhance productivity and transparency, key drivers of economic growth. The increased participation in the “Evaluate Your Digital Experience” survey also reflects a culture of continuous improvement that is attractive to foreign investors, who value predictable and efficient regulatory environments.

Strategically, the digital government transformation is a cornerstone of Saudi Vision 2030, which aims to diversify the economy and improve quality of life. By delivering accessible, efficient, and reliable digital services, the Kingdom enhances government performance efficiency and citizen satisfaction. The focus on digital inclusion ensures that all segments of society can participate in the digital economy, broadening the benefits of economic diversification. Furthermore, the DGA’s efforts to align with global best practices and emerging technologies reinforce Saudi Arabia’s position as a leader in the Fourth Industrial Revolution and a hub for innovation in the region.

Vision 2030 Alignment

How does the Digital Experience Maturity Index directly support Vision 2030? The index is a critical tool for achieving the Vision’s objectives of a vibrant society, a thriving economy, and an ambitious nation. By measuring and improving digital service maturity, the DGA ensures that government services meet the highest standards of quality and accessibility, contributing to a better quality of life for all residents. The emphasis on beneficiary feedback and inclusive design aligns with the Vision’s goal of empowering citizens and enabling all segments of society to reach their full potential. The continuous evolution of the index methodology reflects the Vision’s spirit of innovation and adaptability.

Looking ahead, the DGA’s commitment to enhancing digital experience maturity will further strengthen Saudi Arabia’s global position in digital government. As the Kingdom prepares for future challenges and opportunities, the digital government ecosystem will play a pivotal role in driving economic growth, fostering social development, and maintaining national competitiveness. The rise to 87.06% in 2026 is not just a milestone but a testament to the unwavering support of the leadership and the collective efforts of government agencies. It signals a future where Saudi Arabia continues to set benchmarks for digital excellence, benefiting its people and inspiring the world.

20 Questions

Q1. What is the Digital Experience Maturity Index?

A1. The Digital Experience Maturity Index is a tool launched by the Digital Government Authority in 2022 to measure the maturity of government digital platforms and services, enabling agencies to develop services based on beneficiary feedback and global best practices.

Q2. What was the index score for 2026?

A2. The index reached 87.06% in 2026, achieving an “Advanced” maturity level, reflecting continuous improvement in Saudi Arabia’s digital government services.

Q3. How many digital platforms were assessed in 2026?

A3. The assessment covered 59 digital platforms in 2026, up from 50 platforms in 2025, demonstrating the expanding scope of digital transformation across government entities.

Q4. What are the four main perspectives assessed by the index?

A4. The index assesses beneficiary satisfaction, user experience, complaints handling, and technologies and tools, providing a comprehensive view of digital service maturity.

Q5. Who is the Governor of the Digital Government Authority?

A5. Eng. Ahmed bin Mohammed Alsuwaiyan is the Governor of the Digital Government Authority, and he stated that the results reflect the continuous advancement of digital services in Saudi Arabia.

Q6. How many participants took part in the “Evaluate Your Digital Experience” survey?

A6. Participation exceeded 805,500 participants in 2026, compared to 374,000 in the previous year, showing growing public engagement and trust in the feedback mechanism.

Q7. What is the Digital Inclusion sub-index score?

A7. The Digital Inclusion sub-index achieved 76.98% within the “Competent” level, underscoring efforts to design inclusive digital services for all segments of society.

Q8. Which platform ranked first in the top 10 performing digital platforms?

A8. Absher ranked first with a score of 94.38%, followed closely by Etimad at 94.36%, reflecting their high maturity and user satisfaction.

Q9. What is Etimad’s score in the 2026 index?

A9. Etimad scored 94.36%, making it the second-highest performing platform, and it plays a key role in facilitating government procurement and financial transactions.

Q10. How does Saudi Arabia rank in the GovTech Maturity Index (GTMI) 2025?

A10. Saudi Arabia ranked second globally in the GTMI 2025 issued by the World Bank Group, highlighting its leadership in digital government maturity.

Q11. How does Saudi Arabia rank in the GEMS 2025 index?

A11. Saudi Arabia ranked first regionally for the fourth consecutive time in the Government Electronic and Mobile Services Maturity Index (GEMS) 2025, issued by ESCWA.

Q12. What is the purpose of the Digital Experience Maturity Index?

A12. The index aims to measure the maturity of government digital platforms and services, enabling agencies to develop their services based on beneficiary feedback and global best practices.

Q13. Which platforms are in the top 10 besides Absher and Etimad?

A13. The top 10 also include Senaei (92.83%), Balady (92.56%), Tawakkalna (92.50%), Musaned (92.20%), Qiwa (92.14%), Logisti (91.72%), Nama (91.53%), and the Ministry of Tourism Portal (91.16%).

Q14. How does the index support digital inclusion?

A14. The index includes a Digital Inclusion sub-index that assesses how well digital services are designed to be accessible for all, including persons with disabilities and older persons, ensuring independent access.

Q15. What role does beneficiary feedback play in the index?

A15. Beneficiary feedback is central to the index, as it is collected through the “Evaluate Your Digital Experience” survey and used to inform continuous improvements in government digital services.

Q16. How has the number of assessed platforms changed from 2025 to 2026?

A16. The number of assessed platforms increased from 50 in 2025 to 59 in 2026, reflecting the growing number of government entities participating in the digital transformation journey.

Q17. What does the “Advanced” maturity level signify?

A17. The “Advanced” maturity level signifies that Saudi Arabia’s digital government services have reached a high standard of excellence, with robust user experience, efficient complaint handling, and effective use of technologies.

Q18. How does the index align with Saudi Vision 2030?

A18. The index supports Vision 2030 by enhancing government performance efficiency, improving quality of life, and fostering a vibrant society and thriving economy through accessible and reliable digital services.

Q19. What are the benefits of high digital experience maturity for citizens?

A19. Citizens benefit from more accessible, efficient, and reliable digital services, which save time, reduce bureaucracy, and improve overall quality of life, while also ensuring inclusivity for all segments of society.

Q20. What is the future outlook for Saudi Arabia’s digital government?

A20. The future outlook is positive, with continuous improvements driven by leadership support, beneficiary feedback, and global best practices, further strengthening Saudi Arabia’s global position in digital government.

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